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Legal Framework & Account Protection

Your account security and data protection matter. We've built transparent policies around how we verify withdrawals, handle your payment information across DANA, OVO, GoPay and QRIS, and keep…

Withdrawal verification processData handling & payment securitySupport contact paths
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REACH OUR TEAM

Policy & Account Support Channels

Live Chat Open the chat widget in the bottom-right corner of your account. Our support team responds within 2 minutes during lobby hours, 08:00–23:00 Jakarta time daily. Policy questions, account disputes and withdrawal holds are escalated to our legal team.
Email Support Send formal requests — data corrections, account closure, policy questions — to [email protected]. We acknowledge receipt within 4 hours and provide a full response within 48 hours, including any required documentation.
Account Settings In your profile under Security & Data, you can view your current limits, download your transaction history, request account pause, and see your stored payment methods. Changes take effect immediately.
HOW WE PROTECT YOU

Data Security & Account Practices

Account Verification

When you open an account in Medan or anywhere in Indonesia, we confirm your identity via phone number and email. Withdrawals over Rp 10 million require photo ID verification through our secure upload portal. This step takes under 10 minutes.

Payment Data Handling

We never see your DANA, OVO, GoPay or QRIS credentials. Deposits and withdrawals route through PCI-DSS Level 1 compliant gateways. Your payment method is tokenized; we store only a unique reference, not card or account numbers.

Withdrawal Verification

Before any payout clears, we cross-check the destination account name against your profile and flag mismatches for manual review. Verified withdrawals reach DANA, OVO and GoPay in under 60 seconds; QRIS transfers typically complete in 2–5 minutes.

Cookie & Tracking Consent

Your first login triggers a consent banner. We use session cookies to keep you logged in and analytics cookies to measure page load performance. You can disable analytics cookies in Settings > Privacy without affecting gameplay.

Data Retention & Deletion

We retain your account data and transaction history for 24 months after your last login. To request deletion of personal data not required by law, email support with your account ID. Legally mandated records are kept for 7 years.

Contact Our Legal Team

For regulatory inquiries, data-subject requests or disputes about policy enforcement, write to [email protected] with your account ID, your request and any supporting documents. Response time is 10 business days.

Frequently Asked Policy Questions

If a withdrawal doesn't arrive within 2 hours, contact live chat with your transaction ID. We check the payment gateway status and the destination account. If the gateway confirms delivery but your bank hasn't credited it, the issue is with your bank; we provide proof of payout to your bank's dispute team.

Yes. In Settings > Account Data, select the date range and click Download CSV. Your file includes every deposit, withdrawal, game session and balance change. The file is encrypted and sent to your registered email within 5 minutes.

Game fairness complaints are logged in your account under Dispute Center. We provide a detailed session replay (timestamp, bet, cards/tiles drawn, RNG seed) within 24 hours. If the complaint is upheld, we credit your account and flag the session in our audit log.

Account access depends on local law. If you log in from outside Indonesia, our security system flags it; you'll receive an SMS asking you to confirm. Gameplay and withdrawal remain available where permitted; some games and payment methods may be region-restricted.

Personal data portability requests are handled by our data-protection team. Email [email protected] with your account ID and a description of the format you need. We deliver a JSON or CSV export within 15 business days.

A fraud report immediately suspends deposits and withdrawals on your account. Our security team reviews the report within 4 hours, contacts you via SMS and email with findings, and either resets your account or confirms the hold. Resolution typically takes 24–48 hours.

Yes. All live chat sessions are logged for quality assurance and dispute resolution. Chat transcripts are retained for 12 months and are available to you upon request. By opening a chat, you consent to this recording; you can opt out by emailing support instead.

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